We’re looking for a bold, strategic leader to take our Customer Success function to the next level. This is a high-impact role with responsibility for both our Direct and Indirect business, focused on delivering world-class customer experiences and market-leading retention across our Medium product segment in the UKI region. You’ll lead a team through transformation — evolving our in-life customer model to one that’s scalable, sustainable, and focused on lifetime value. With a total RRbV of around £120M, this is a chance to shape the future of how we support and grow our customer base, while building a high-performing, data-driven team culture. Please note locations for this role are either Newcastle or Winnersh with hybrid working pattern 3 days/week in the office. Key Responsibilities What You’ll Be Driving • Lead and inspire the Customer Success teams for both Direct and Partner channels, exceeding retention, go-live, and advocacy targets. • Define and evolve the strategy to support customers at scale, delivering value at every stage of their journey. • Drive lifetime value by reducing churn and contraction, and increasing in-life revenue. • Champion a data-led approach to performance, customer value, and continuous improvement. • Collaborate across Support, Operations, Product, Engineering, and Centres of Excellence to ensure seamless customer experiences. • Set clear standards for internal teams and partners, ensuring consistent delivery and enablement across the board. • Manage service delivery partners and ensure they’re equipped to drive success and retention. • Work closely with Sales to support growth opportunities and act as a customer advocate. • Own accurate forecasting for Direct and Indirect in-life performance across the Medium product range. • Provide thought leadership on in-life strategy and represent the voice of the customer in business, product, and process decisions. • Define and track OKRs and KPIs to drive outcomes and foster a strong, inclusive team culture. • Use colleague feedback and Glint insights to build a high-performance, high-satisfaction environment. • Coach your team daily, stepping in to support customer conversations and escalations when needed. • Deliver regular updates and insights to the Leadership Team, showcasing progress and impact. What You Bring • Proven experience leading large, complex Customer Success teams — including both Direct and Partner channels. • A strategic mindset with a passion for customer experience, retention, and lifetime value. • Strong leadership skills — you’ve led leaders and know how to build engaged, high-performing teams. • Confidence in managing senior stakeholders across commercial and technical functions. • A collaborative spirit and the ability to influence cross-functional teams. • A data-driven approach to decision-making and performance improvement. • Excellent communication skills and a reputation as a trusted advisor — both internally and externally. Benefits: • We have plenty watch this Video to learn more • Generous bonuses and pension scheme: Up to 8% matched pension contribution plus 2% top-up by Sage. • 25 days of paid annual leave with the option to buy up to another 5 days • 8 bank holiday days • Paid 5 days yearly to volunteer through our Sage Foundation • 50% income protection • Holiday buy sell • Comprehensive health, dental, and vision coverage • Work away scheme for up to 10 weeks a year • Ongoing training and professional development • Healthy Mind app membership • Access to various helpful memberships for finances, health and wellbeing